FAQ
Frequently Asked Questions
These questions have been compiled as we have identified potential points of confusion.
Lawrence Veterinary Centre strive for good communication and trust with our clients so if you have any queries please do not hesitate to ask.
Why Has Someone Been Seen Earlier Than Me?
We try to make sure everyone is seen within a reasonable time. Some consultations take longer and in the best interest of our patients, we try to make sure that every Vet has a fair proportion of consultations. Each Vet has a staggered period of consultations. In addition Vets are sometimes required to deal with emergencies during their consultation slots.
Please ensure you tell Reception as soon as you have arrived.
Always let Reception know if you are coming with more than one pet. This will not increase the charges but more time will be allocated for you to make sure the Vet can see all your pets.
Why Does My Pet Need a Basket or Lead?
Dogs must be on the lead and smaller pets in their baskets.
We must prevent accidents. Your dog may behave well but someone else’s may not. The law states that you are responsible if your dog is not on the lead, even if your dog did not start the fight.
Cats, rabbits, birds and small pets are at risk as dogs may want to chase them. If you struggle to put your cat in basket ask the Nurses as to the best technique. Ask at Reception if you need to borrow a basket for your visit.
Why Wasn’t My Unused Medication Refunded?
The law states that unused medication, even unopened, cannot be used for other patients. All medication is kept in appropriate, controlled conditions. Once the medication has left the premises it is exposed to unknown conditions which may damage it.
The law cannot distinguish between clients; any returned medication will be disposed of by incineration. If we were to issue refunds for returned drugs the Lawrence Veterinary Centre would need to increase their charges to all.
Please discuss this with your Vet; ask for small amount of medicine to try with your pet first if he or she is difficult to medicate.
I Was Talking To The Receptionist But She Answered The Phone Before I Could Finish The Conversation, Why?
Receptionists have a very important role in Veterinary practice as they are the only route for clients to contact us. The caller may have an emergency. We cannot predict who is telephoning with an emergency; the practice tries to answer all calls as soon as possible.
Why Have I Been Charged a Consultation Fee When I Came For a Vaccination?
We may advise not to vaccinate your dog, cat or rabbit after the Vet examines them. Consultation charges will be applied if this happens.
Vaccinations are not appropriate if given at the wrong time or to unhealthy patients. Your Vet will need to examine your pet to establish a diagnosis and treatment plan. You have used the Veterinary services and a consultation fee is charged.
We cannot tell you if your pet is fit for vaccination unless we examine them. If you think your pet is not well you may prefer to wait some days before seeing the Vet. The advice is to have a consultation if your pet is unwell.
Why Do I Have To Pay Now?
Payment is at the time of consultation and/or treatment received, whatever comes first.
Unpaid bills are unfortunately a current problem in Veterinary practice which makes practices vulnerable to the current economic climate. Ask for estimates if you are unsure of being able to pay your bill and remember that they are only estimates.
Lawrence Veterinary Centre want to offer the best care and treatment techniques but this requires investment which is impossible if we offer credit to every client.
Clients may qualify for benefits from charities, but unfortunately we cannot offer this in our practice. Ask our staff for more detailed information.
Why Don’t I See the Same Vet?
Always tell Reception who you wish to see. We try to ensure a Vet follows their clients but sometimes that Vet may not be available when you make the appointment. If you fail to ask Reception you may be allocated to another Vet.
Why Do I Need a Consultation for a Repeat Prescription?
Medications classed as POM-V (Prescription Only Medicine) can only be prescribed after an examination from a Veterinary Surgeon recently enough for the Vet to consider this animal ‘under their care’. This is the Law. Lawrence Veterinary Centre policy is that a Vet cannot state that an animal is under their care unless the patient has been seen within four months.
Therefore we are obliged to see your pet even if you perceive that nothing has changed and do the necessary tests to check for efficacy, safety and side effects. We understand that this makes treatment more expensive and therefore have a lower consultation charge for this 'Prescription Check'. This consultation is a good opportunity to discuss any other concerns.
If you fail to bring your best friend to us within these four months, your pet will cease to be ‘under our care’. The Vet will perform a full examination and full consultation charge will be charged.
Where Are My Results?
The only way for Reception to know that you are waiting for results is for you to telephone us. If the Vet you need is not in or they are consulting, the Receptionists may ask another Vet or let your Vet know within reasonable time. We will try to obtain results and communicate them to you as soon as we can.
Why Do I Have To Pay Before I Collect My Pet?
We want to ensure Reception and the Nurses work as efficiently as possible. If you have been already waiting for your pet to be discharged, which may take some time if there are emergencies, you will not have to queue again to pay afterwards. We can also sort out any medication before you have your pet back.
This Practice Has Out Of Hours (OOH) Away From The Premises. How Does This Affect Me?
Lawrence Veterinary Centre uses a dedicated Out Of Hours provider ‘Vets Now’ which specialises in emergencies, based in Nottingham and Derby.
To provide the best care during OOH in our premises would increase our charges. The Vets Now staff are trained in Emergency and Critical Care and are fresh and awake during these hours.
We have been working with Vets Now for years with successful results and some of our Vets work in these centres. Charges in OOH centres are usually more expensive than those during normal hours, but this applies to other practices if they do their own OOH.
